Ws 02/24 Manager: Customer Services

2 weeks ago

Cape Town, Western Cape, South Africa City of Cape Town Full time

ELIGIBILITY
All Suitably Qualifed

CLOSING DATE

REFERENCE NUMBER
WS 02/24 External

SALARY
to

DEPARTMENT
Commercial Services

DIRECTORATE

WATER AND SANITATION
Customer Services

WS 02/24 Manager

Requirements:

  • A relevant professional qualification (Btech/First degree)
  • At least10 years extensive managerial experience in a
complex operations management environment i.e.

managing large customer base.

  • A proven track record of experience in analysing and resolving
complex management and operational challenges.

  • A proven track record of implementing short, medium and
long-term (multiyear) strategies and programmes,

team productivity and quality targets is essential, paired

with implementation of Business Improvement Processes,

Service Standards and Technology.

  • Utilities/ water services management experience will be an
advantage

  • Stakeholder Management of diverse groups will be an advantage.
  • Professional registration will be preferred
  • A valid driver's licence.
Key Performance Areas

  • Leading a multichannel, expert team handling and fulfilling
the City of Cape Town Water and Sanitation

Service Revenue Management value chain as it relates

to water metering operations, customer billing,

debt management, effective customer relations management

and Business analysis functions

  • Implementing relevant short, medium and long term
(multiyear) strategies and programmes, to improve

the team productivity and quality targets

  • Responsible for delivering industry standard customer
services, promptly and effectively as well as

maximising first contact resolution and

service-oriented culture, building customer trust and

improving customer satisfaction

  • Enhance revenue management within the parameters of the
City's Water Strategy (being a water sensitive and resilient City)

  • Manage continuous improvement processes, service standards
and technology; keeping abreast with

national and international standards and best business

and technology practises e.g. the identification

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